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About the Role

The Sr. Director, Customer Intelligence & AI is responsible for leading Customer Intelligence and Digital Customer 360 Intelligence capabilities across Rogers. This role owns Digital Customer 360 Intelligence by establishing a person-centric understanding of customers beyond traditional identifiers and connecting various signals to generate actionable intelligence that improves customer and business outcomes.

Responsibilities

Lead the Customer Intelligence strategy and roadmap across Rogers.
Own the strategy, capabilities, and requirements for Digital Customer 360 Intelligence.
Establish a person-centric understanding of customers beyond traditional account, billing, product, and system identifiers.
Connect customer, behavioural, operational, and digital signals to create a unified, person-centric understanding of the customer across channels, products, and interactions.
Develop customer intelligence capabilities that identify customer intent, needs, engagement patterns, and growth opportunities.
Partner with Customer Base Management teams to improve customer retention, engagement, loyalty, and customer lifetime value.
Deliver actionable intelligence and recommendations that improve customer and business outcomes across Digital, Care, Retail, Field Operations, and emerging customer-facing experiences.
Lead multidisciplinary teams across Customer Intelligence, Data Science, Intelligence Products, Care Intelligence, and Network Experience Intelligence.
Oversee development and operation of predictive models, customer intelligence assets, and insight platforms.
Establish governance, measurement, and delivery processes that ensure intelligence assets are trusted, scalable, and actionable.
Translate business needs into customer intelligence capabilities that drive measurable value.
Collaborate with Digital, Marketing, Care, Retail, Operations, Customer Base Management, Enterprise Data & AI, and Technology teams.
Provide thought leadership on customer intelligence, customer understanding, and customer experience trends.
Connect initiatives across business units to identify opportunities for reuse, optimization, and enterprise value creation.
Facilitate stakeholder alignment, prioritization, and roadmap planning activities.
Develop talent and organizational capabilities required to scale Customer Intelligence across Rogers.
Foster a culture of innovation, accountability, experimentation, and continuous improvement.
Lead workforce planning, succession planning, organizational design, and capability development across Customer Intelligence functions.

Requirements

10+ years of leadership experience in Customer Intelligence, Analytics, Data Science, Digital, Customer Experience, or related disciplines.
Experience leading large-scale analytics, customer intelligence, or data organizations.
Demonstrated experience translating customer insights into measurable business outcomes.
Strong understanding of customer lifecycle management, behavioural analytics, customer segmentation, and customer engagement strategies.
Proven ability to influence senior leaders and lead cross-functional teams.
Strong communication, leadership, analytical, and problem-solving skills.
Ability to manage complexity, ambiguity, and organizational change.
A pre-employment background check will be conducted.
All candidates must clear a criminal background check.
A credit check and drivers abstract may be required depending on the role.

Skills

Customer Intelligence
Analytics
Data Science
Digital
Customer Experience
Customer lifecycle management
Behavioural analytics
Customer segmentation
Customer engagement strategies
Communication
Leadership
Analytical
Problem-solving

Location

Toronto, ON

Work Type

Full time
Onsite

Experience Level

10+ years of leadership experience

Education Level

University degree in Business, Computer Science, Engineering, Mathematics, Statistics, or a related discipline.

Benefits

Competitive & flexible health and dental benefits
Pension plan
RRSP
TFSA
Stock matching programs
Up to 50% off Rogers Services
Up to 50% off Blue Jays Tickets
25% off TSC items
20% discount on all wireless accessories sold in Rogers stores
Paid time off for volunteering
Company matching contributions to charities
My Path: self-driven career development program
Rogers First: priority in applying to internal roles of interest
Homewood employee & family assistance program
Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions
Low or no-cost fitness membership

About the Company

Our Technology team's goal is connecting Canadians to the people and things that matter most.
We support 30 million Canadians each month through managing a robust portfolio that champions leading-edge technology.
We drive large-scale, complex, and high-visibility technology projects and programs that shape the future of technology in Canada and expand connectivity from coast to coast.
Work for an organization committed to environmental protection.
Strong commitment to diversity and inclusion with employee resource groups supporting equity-deserving groups including groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women.
At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong.
We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work.
We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation.
We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best.

Equal Opportunity

Everyone who applies for a job will be considered.
We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best.